Mitel 3300 phone call issues

[armstr_a]

Hi,

We have a call centre in the building. Unsure whether its just due to the amount of incoming/outgoing calls that are made if it just relates to them or is in fact everyone...

A number of complaints have been made that callers are calling in and its just rings and rings... This was tested recently by a member of staff who called the number given out and never got the recorded announcement but just a ringing tone and this was ringing on a member of staffs desk phone.

The process that was setup was that all incoming calls go to the RAD announcement advising them to stay on the line etc... but am being told this seems to be working intermittently, some callers are getting and engaged tone or it is ringing out and greeting message hasn't initiated?

Im just wondering where to start with this? there are 15 extensions that all have a feature key that flashes as to what line the calls coming in on. Just trying to identify if this is a local configuration issue or if it is in fact the carrier?

I do seem to have issues with the system when we have had a heavy downpour which or carrier did say if it was old copper cabling it could be in fact that contributing to strange symptoms? It does seem a coincidence.

Just wondering if anyone could advise what i can check locally?

Thanks in advance!

[ralph]

What kind of trunks are these using?  PRI?  Loop Start?

If it's loop start, call each of the trunks individually.   See if it's related to the trunks.

Another thing to do is to turn on SMDR.  Then use the command "logs re smdr new 100 match ***".
This may give you another window as to what is happening.

Also, call the pilot number internally.  See if the problem happens then.

Ralph

[armstr_a]

Thanks Ralph i will give that a try. The trunks are PRI btw.

Thanks again.